IT Operations Manager (MSP) - PCRecruiter - Recruitment Software & Applicant Tracking System : Job Details

We are seeking a highly motivated and experienced IT Operations Manager to lead our technical operations team within a fast-paced Managed Service Provider (MSP) environment. In this role, you will be responsible for overseeing day-to day IT service delivery, ensuring operational excellence, and managing client relationships from a technical perspective. You will play a key role in coordinating service desk functions, managing infrastructure projects, and improving service quality across our client base.

Key Responsibilities:

• Oversee and manage daily IT operations, including the service desk, network operations, cloud services, and on-site support.
• Lead a team of technicians, engineers, and support staff—ensuring high performance, accountability, and continuous improvement.
• Ensure service level agreements (SLAs) are met or exceeded across all client engagements.
• Develop and refine standard operating procedures (SOPs) and technical documentation to ensure consistent service delivery.
• Manage escalations, incident response, root cause analysis, and problem resolution across client environments.
• Oversee onboarding of new clients and ensure smooth handoffs from sales to technical teams.
• Monitor system and infrastructure health using RMM tools, responding proactively to alerts and system issues.
• Collaborate with sales and account management teams to identify technical upsell opportunities and support client growth.
• Drive process automation, efficiency, and tool optimization across the MSP stack (e.g., PSA, RMM, ticketing systems).
• Stay current on technology trends relevant to MSP service delivery and client success.

Requirements:

• 5+ years of experience in IT operations, with at least 2 years in a leadership or management role within an MSP or IT service provider (preferred).
• Proven experience managing service desk teams, technical support staff, and field engineers.
• Strong knowledge of Windows Server, Active Directory, O365, Azure, VMware/Hyper-V, Azure/ Cloud, firewalls, and networking fundamentals.
• Familiarity with PSA/RMM platforms (e.g., ConnectWise, Autotask, Kaseya, N-Able).
• Demonstrated success in managing SLAs, ticketing workflows, and client satisfaction metrics.
• Strong organizational, communication, and interpersonal skills.
• Ability to lead under pressure, manage competing priorities, and adapt in a client-facing, multi-tenant environment.

Preferred Qualifications:

• Certifications: ITIL, CompTIA (Network+, Security+), Microsoft (MCSA/MCSE), Cisco (CCNA), or equivalent.
• Experience with scripting and automation (e.g., PowerShell).
• Project management experience or certification (e.g., PMP, Agile).